What to do when a recipient list in SuperOffice Mailing does not get uploaded?

There are some known reasons when this situation might occur. The sections underneath explain them, please click on the relevant section to find the solution:

• When your recipients do not have e-marketing consent
   
• When your recipients are companies, not people 
   
• When the eJScheduler service is stopped (only SuperOffice CRM Onsite)
   
• When the Registry table has wrong values in the database (only SuperOffice CRM Onsite)
   
• When the ejournalCrontab file has wrong values (only SuperOffice CRM Onsite)

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When your recipients do not have e-marketing consent

If in the Mailing setup you have selected the Type (1) that does not have consent from the recipients then the recipient list will be empty. 

To be able to send communication to the contact that you store in your CRM you must have the consent. Please read this FAQ to learn how you can change it. Also, it is possible to ignore consent when you select an option Override consent and subscription (1) in the Recipients step.



 

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When your recipients are companies, not people 

When you used a list of companies' e-mail addresses as a recipient list you need to select the Include companies (1) option otherwise the e-mail addresses won't be uploaded.


 

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When the eJScheduler service is stopped (only SuperOffice CRM Onsite)

The ejtermsetup.exe application starts the ejScheduler service which is responsible for periodically running the applications ejournalcron.exe and importmail.exe. These applications in turn will perform various automatic tasks. One of these tasks is the recipient list generation.

When ejScheduler is stopped you can experience the described situation. To start the service, please follow the steps below:

1. In the global search field, on the server where SuperOffice Service is installed, type in Services and open Service application.
   
    
    
2. In the list of services find the one, which is called ejScheduler (1). If the status is empty and you see the option that allows you to start (2) a service, click on it.
   
   
    

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When the Registry table has wrong values in the database (only SuperOffice CRM Onsite)

When the value of the Registry table entry DBI executable (reg_id=131) is empty or points to an invalid SuperOffice installation path the recipient list generation task won't work. 

Note! SuperOffice recommends performing a backup before making any change directly in the database. This FAQ explains how to do it.

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1. Navigate to the SuperOffice Service installation folder on the server where SuperOffice is installed.
    
2. In the installation root folder find and open the ejCrontab (1) file.
    
3. In the file, you'll find two tasks for importing and sending a mail. Make sure that the path (2) to executable and domain next to it are responding to your installation information.